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- Tasks: Lead a SaaS support team, resolving technical issues and improving platform performance.
- Company: Join a Great Place to Work-Certified company transforming the accounting and finance profession.
- Benefits: Enjoy flexible remote work, healthcare, pension plans, and a focus on your wellbeing.
- Why this job: Shape a new team, drive improvements, and foster an inclusive culture while developing your skills.
- Qualifications: Experience in team leadership, AWS, incident management, and familiarity with CI/CD pipelines required.
- Other info: Work in a diverse global team with a commitment to continuous learning and professional development.
The predicted salary is between 43200 - 72000 £ per year.
About the Role:
Support and monitor our SaaS offering and lead the SaaS support team. The primary focus of the team is to support users of the platform with technical issues, resolve their incidents and feedback into strategies for proactively monitoring and fixing issues. Experience with ITIL and Agile methodologies is required. Systems in the platform include Salesforce, Commercetools, Zuora, AWS Lambdas (code written internally in node.js/typescript), Contentful and others. Experience with some of these systems would be a big plus! Requires technical skills in system monitoring, troubleshooting, and performance optimization. The team lead role will also involve running one to ones, identification of training needs, general line management activities and leading the team in driving improvements in the SaaS support area. This is a new team so needs someone to shape the ways of working. You will report to the Lead Manager - Digital Delivery, and we meet in the office on a Thursday.
You Will:
- Manage the team and support their professional development.
- Monitor the SAAS platform and associated infrastructure, identify and address any areas of concern, using automation wherever possible.
- Liaise between the SRE team and other partners.
- Respond to and resolve customer-reported incidents, system outages, or service disruptions promptly.
- Research and remain informed of new technology and development tools.
- Contribute to risk management and disaster recovery planning.
- Implement security measures and best practices to protect applications, data, and infrastructure.
- Ensure compliance with relevant security standards and regulations.
- Manage relationships with external vendors, ensuring good delivery and adherence to service level agreements (SLAs).
You Have:
- Experience leading a team and setting goals.
- Understanding of AWS lambdas and using CloudWatch to monitor them.
- Familiarity with CI/CD pipelines (understanding required rather than needing to build them).
- Experience managing and resolving critical incidents.
- Proficiency in incident response processes, incident command systems, and post-incident reviews to identify root causes and implement corrective actions.
- Intermediate level knowledge to configure and administer the users, repositories, integrations, security of Version Control Systems (GitHub, Bitbucket).
- Intermediate level knowledge to administer Jira and Confluence.
How We Support You:
We provide flexibility to help you achieve a good work-life balance, including a remote-first model. You will be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from. We offer benefit options in and out of the workplace, including healthcare, pension plan, annual leave, parental leave, an employee assistance program. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle. We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.
About Us:
At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Manager - Enterprise Application Support employer: AICPA
Contact Detail:
AICPA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager - Enterprise Application Support
✨Tip Number 1
Familiarise yourself with the specific SaaS platforms mentioned in the job description, such as Salesforce and AWS Lambdas. Having hands-on experience or even a solid understanding of these systems will give you an edge during discussions.
✨Tip Number 2
Brush up on your ITIL and Agile methodologies knowledge. Being able to speak confidently about how these frameworks can improve team performance and incident management will demonstrate your suitability for the role.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully led a team or managed critical incidents. Highlighting your leadership skills and problem-solving abilities will resonate well with the hiring managers.
✨Tip Number 4
Research the company culture and values, especially their commitment to diversity and inclusion. Being able to articulate how you align with these values during your conversations can set you apart from other candidates.
We think you need these skills to ace Manager - Enterprise Application Support
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in SaaS support, team management, and technical skills related to the systems mentioned in the job description, such as AWS, Salesforce, and Jira.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership experience and understanding of ITIL and Agile methodologies. Mention specific examples of how you've successfully managed teams and resolved critical incidents.
Highlight Technical Skills: In your application, emphasise your technical skills in system monitoring, troubleshooting, and performance optimisation. Be specific about your experience with tools like CloudWatch and CI/CD pipelines.
Showcase Continuous Learning: Demonstrate your commitment to professional development by mentioning any relevant courses or certifications you have completed, especially those related to cloud technologies or incident management.
How to prepare for a job interview at AICPA
✨Showcase Your Technical Skills
Make sure to highlight your experience with the specific systems mentioned in the job description, such as Salesforce, AWS Lambdas, and CI/CD pipelines. Be prepared to discuss how you've used these technologies in past roles and any relevant projects you've worked on.
✨Demonstrate Leadership Experience
Since this role involves managing a team, be ready to share examples of your leadership style and how you've successfully led teams in the past. Discuss any strategies you've implemented for team development and performance improvement.
✨Understand ITIL and Agile Methodologies
Familiarise yourself with ITIL and Agile principles, as they are crucial for this position. Be prepared to discuss how you've applied these methodologies in your previous roles, particularly in incident management and service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle critical incidents. Think of specific examples where you've resolved technical issues or improved processes, and be ready to explain your thought process during those situations.
